Last night, BatchBlue Onboarding Specialist Stephanie Sweeney and I made the drive up to Boston to attend the Rock Stars of Social CRM event, hosted by Radian6 and Chris Brogan. They had a lot of fun with the Rock Star theme, complete with colored stage lights, concert tees and even a full-blown Rock Band set-up for audience members to rock out with after the panel.
The panelists included were Frank Eliason (Comcast), Paul Greenberg (Author of CRM at the Speed of Light), Michael Thomas (National President, CRM Association), and our favorite CRM go-to guy, Brent Leary (Co-author of Barack 2.0 and Co-founder of CRM Essentials).
Because we consider BatchBook to be a social CRM (slide via Brent Leary), I was curious to hear what the folks at the cutting edge had to say. I was especially impressed with Frank Eliason’s inclusion on the panel, since he represents a company that is actually out there doing all this stuff. While I always appreciate the bird’s eye view from consultants and experts, I have to agree with Doug Haslam of Shift Communications‘ assertion that he’s getting a bit impatient with social media.
After the panel, Doug and I had a brief conversation where I wondered if, when email entered the picture ten years or so ago, there were endless conferences and seminars and articles written about how email (a communication tool in the same way that social media is a communication tool) was going to fundamentally change the business world.
Admittedly, email did change the way companies interacted with their customers – I was in the customer service department at Amazon.com in 1997 and I witnessed it happening first-hand. Customers found it insane that we didn’t take phone orders; that Amazon was an Internet only company. At the time, we were too busy answering customer emails to talk about email as a tool.
That experience definitely influenced BatchBlue’s commitment to providing excellent service. One thing BatchBlue does using social media is host a weekly Twitter chat called SBBUZZ, where small business owners can talk about the issues (largely focused on social media and other technologies) that are most important to them. What’s nice about this event is that a real community of folks has developed there. Each week, there’s an opportunity for folks to share what’s working, what’s not, what kind of issues people are having, even just to swap funny stories about what happened over the course of the past week as they deal with running and growing their businesses.
If Social CRM is all about the customer, I guess what I’m missing at these big, “rock star” events is more of a presence from other small business owners who are in the trenches, actually using these tools to build their customer relationships every day. There are plenty of Rock Stars out there, talking to each other on SBBUZZ and similar social media places. And my favorite Rock Star, Stephanie, was sitting right next to me. She in every way embodies customer service and building customer relationships done right. I’d wear her concert tee any day.
Michelle and I recently spoke at the 22nd Annual Maine Telecommunications Users Group (MTUG) conference up in Portland, Maine. Our presentation, called “Social Media for Business”, provided an overview of the types of social media sites out there, how you can get yourself or your business involved, and how we at BatchBlue have found success using social media.
In slides 3–31, we cover the types of social media sites, who the big players are, and some usage and demographic statistics. In slides 32–35, Michelle talked about some examples of how we’re using social media.
In slides 36–41, Michelle shared some stories of people we originally met on Twitter who have become and important part of our business. In the presentation, those slides merely show photos of these wonderful people, so I wanted to take a moment to call them out here.
Slide 37: Saul Colt (@saulcolt on Twitter), now with Zoocasa.com, was with FreshBooks when we met him down at SXSW in 2008. We happened to walk up to a pancake breakfast held by the FreshBooks folks and mentioned we’re customers. FreshBooks then took BatchBook out to dinner and surprise, surprise—FreshBooks and BatchBook hooked up.
Slide 38: TJ Sondermann (@sondernagle) is the closest thing BatchBlue has to a mascot. Not only is he a great friend and full of great ideas, he actually came up with the concept of our wildly popular Twitter tee shirt (shown on Slide 39).
Slide 40: Michelle Wolverton (@chelpixie) is another great friend that was met quite a long time ago on Twitter. She’s now our virtual project manager for a whole bunch of things.
Slide 41: Adam Tucker (@adamjt) is our brand new Systems Administrator here at BatchBlue. And we first met him on Twitter. In fact, I vividly remember “meeting” him—Michelle and I were meeting at The Coffee Depot in Warren, RI. Suddenly, I got a new follower notification from someone in Warren, RI (it was Adam—he lived in Warren at the time). I remember standing up and looking around the place, thinking someone was looking over our shoulders.
We closed with (Slide 42) a list of things the attendees could do to get started in social media.
The crowd was very new to social media (just one person had a Twitter account). My favorite question was “Can I legally require all new employees to become friends with our HR person on Facebook?”. I liked that for a few reasons—not only does it show how social media is permeating the workplace, it also shows the sense of fear from employers combined with the knee-jerk reaction to (try to) control usage. Our favorite answer to these types of questions is that you simply need to hire responsible people and everything will take care of itself (and perhaps provide some simple and clear guidelines).
Thanks to Steve Hand and Norman Houle of MTUG for asking us to talk. We had a lot of fun!
We met Ramon a couple of years ago at the Small Business Technology Summit he hosts in NYC each year and he is definitely one of the most enthusiastic, positive people we’ve had the pleasure of meeting! I’m excited to be a part of this conversation with Ramon.
Paul Burani, president of Clicksharp Marketing is my co-panelist (”webinarist”?), so it should be an interesting and hopefully informative discussion.
The webinar will take place on Wednesday, June 10 at 2pm ET. You can find complete details and register for the free event here.
Our very own Michelle Riggen Ransom (@mriggen on Twitter) was part of a panel on Twitter this week. The panel was hosted by The Perry Group and called “The Twitter phenomenon explodes in Rhode Island: What it means for you, your business and your brand”. The local news was present, and Michelle (among others) was interviewed in this segment:
What do you do when you’re a small business that makes software for small businesses, specifically CRM for small businesses, and you start a weekly Twitter chat about small businesses using technology, then after a few weeks the Twitter chat folks want to talk about, well…CRM? If you’re BatchBlue, you invite someone super cool to moderate that week’s session and an equally cool person to be a Subject Matter Expert, then you step aside to let the conversation go where it may.
Sure, we hope everyone likes our product BatchBook but we recognize it might not be the best solution for everyone out there. So we’re saying “Bring it on!”
Join us tonight 8pm-10PM EST to take part in the Twitter CRM #sbbuzz conversation – Pam and I will be there but participating only as small business owners, not makers of one certain, lovable, kick-ass CRM. We’ll save that for our blog
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Our friend Ramon Ray over at 
